Patent application number | Description | Published |
20100056105 | Securing a Device Based on Atypical User Behavior - A system and method for securing the mobile device applies the rules to determine if an event associated with an application is a secure event. If the event is a secure event, the system applies the rules to determine if the event is authenticated. If the event is authenticated, the event is authorized and the system updates rule data associated with the event and/or other associated events. Updating the rule data allows other associated events to be authenticated. If the event is not authenticated, the system requests authentication from a user. If the authentication is valid, the event is authorized and the system updates the rule data associated with the event and/or other associated events. If the authentication is not valid, the system secures the mobile device. Authorizing the event enables a user to access the application and/or data associated with the application. | 03-04-2010 |
20100153171 | METHOD AND APPARATUS FOR FURLOUGH, LEAVE, CLOSURE, SABBATICAL, HOLIDAY, OR VACATION GEO-LOCATION SERVICE - An interaction center system allows an enterprise to manage employees based on geo-location information, other characteristics of the employee, and/or company policies. The interaction center system is able to receive geo-location information about a person. The interaction center system can then identify the person and determine a status associated with the person. An exemplary status is any status for the employee while working with the enterprise or not working with the enterprise. For example, the status may be that the employee is on a furlough, is on vacation, is on leave, has been fired, is subject to a lay-off, is on sabbatical, is observing a religious holiday, or some other status associated with the employee. After determining the person and the status associated with the person, the interaction center system may determine an event rule or grammar that affects this person and deals with the status. | 06-17-2010 |
20100235218 | PRE-QUALIFIED OR HISTORY-BASED CUSTOMER SERVICE - System and methods are presented to receive presence information about a customer of an enterprise. The presence information can be geo-presence information, which may be provided by a geo-presence system or by a third party. Information within the geo-presence information can identify the customer. With the identity, personal information about the customer can be retrieved. The personal information can include aggregations or associations of the customer and other people, places, items, etc. From the presence and personal information, the system can inform, direct, or modify interactions with customers. The changes to the interactions can target customers that the enterprise may value more and may be more willing to engage in consumer activity. | 09-16-2010 |
20100293543 | VIRTUAL MACHINE IMPLEMENTATION OF MULTIPLE USE CONTEXTS - Methods, devices, and systems for dynamically changing between contexts running simultaneously on a single communication device, such as a mobile communication device. More particularly, each context can be run as a virtual machine on the same communication device and context-related parameters can be used to determine which context or combination of contexts should be applied at a particular time. | 11-18-2010 |
20110123015 | SOCIAL MEDIA LANGUAGE IDENTIFICATION AND ROUTING - A communication from a person in a first language is received at a contact center. A social network that the person frequents is searched to determine if the person can converse in a second language. The determination that the person can converse in the second language can be done through text analysis, voice analysis, picture analysis, video analysis, or different combinations of these. Based on the person being able to converse in the second language, the communication is routed differently within the contact center. | 05-26-2011 |
20110125550 | METHOD FOR DETERMINING CUSTOMER VALUE AND POTENTIAL FROM SOCIAL MEDIA AND OTHER PUBLIC DATA SOURCES - A system can determine the value of a customer that uses social media. An enterprise can provide an identity of a customer, identities of customers, or a profile of one or more customers. The enterprise can also provide one or more criteria in which to base the customer value calculation. The criteria can include the number of friends for a social media site, the number posts the user creates, the number of responses to the user's postings, the tenor of the user's postings, etc. Resources of information, including historic and current activity on social media sites, public resources, and other sources, are examined to provide a score for each criteria. A customer value score may then be generated from the criteria scores. The value score may then be used to modify the interactions of a contact center with the customer. | 05-26-2011 |
20110125580 | METHOD FOR DISCOVERING CUSTOMERS TO FILL AVAILABLE ENTERPRISE RESOURCES - The provided contact center can locate customers that may be willing to buy goods or services, wherein those goods or services may have shelve lives or pending disposal dates. A profile for a customer is created in a dialog data structure; the customer is a likely purchaser of the goods or services. Social media messages are analyzed to determine if a poster is of a type that would be willing to buy a certain product. If the social media user is such a type, the contact center can contact the social media user and offer the product or service to that customer. As such, the enterprise receives a service that quickly locates customers that may be willing to products and allows them to dispose of the products that have certain shelve lives. | 05-26-2011 |
20110125697 | SOCIAL MEDIA CONTACT CENTER DIALOG SYSTEM - A communication system for conducting an interaction with customers using social media is provided. The communication system can include a social media gateway and a dialog system. The social media gateway can receive messages from social media networks and translate those messages into a form readable and usable by the dialog system. The dialog system, in turn, accepts the social media messages and associates those messages with one or more dialog structures. A dialog structure includes a set of executable rules that allow the dialog system to automatically respond to the social media message or refer that message to an appropriate human agent. With the social media gateway and the dialog system, the communication system is operable to interact with customers across different social media networks. | 05-26-2011 |
20110125793 | METHOD FOR DETERMINING RESPONSE CHANNEL FOR A CONTACT CENTER FROM HISTORIC SOCIAL MEDIA POSTINGS - Some social networks provide message histories that record information about previous posts that users make to the social media network. From this information, a contact center determines trends in the usage of a social media network by a user. The contact center can mine the message history database for times, frequency of posts, location of the user during posts, and other information provided in the message histories. From this information or metadata about the messages, the contact center develops trends about the user's postings of messages on social media networks. The contact center can further receive subsequent posts and read metadata related to the subsequent posts. The new metadata can be used to modify the trends over time. | 05-26-2011 |
20110125826 | STALKING SOCIAL MEDIA USERS TO MAXIMIZE THE LIKELIHOOD OF IMMEDIATE ENGAGEMENT - Methods and the systems allow a contact center to determine the presence, in near real time, of a user on a social media network. The contact center can receive an identity for a user and associate the user identity with one or more other identities, such as, a screen name, an email, or some other identity that may be used on social media networks. The contact center may then review posts to several social media networks, by several people, to determine one of the posts includes an identity of the user. If one of the posts does include the identity of the user, then the contact center may quickly introduce a human agent to the user on that social media network. As such, by “stalking” the social media user, the contact center is able to engage the customer in near real time or real time communications over the social media network. | 05-26-2011 |
20110196714 | METHOD AND APPARATUS FOR OVERRIDING APPARENT GEO-POD ATTRIBUTES - A system and method manage the exchange of information, especially geo-location information, between a customer and an enterprise. A customer can include any person that may enter into a relationship with the enterprise. An enterprise can be any business or organization that may provide goods, services, or be involved in a relationship with a person. The customer and enterprise are involved in a transaction. Thus, the relationship with the person and the enterprise may be temporal in that it will only last for a period of time or only be involved in certain periods of time or may be temporary. The customer is able to provide customer settings. Further, during the transaction, one or more transaction settings may be established by the enterprise and the customer. As such, when the exchange of information occurs, an enterprise server or other system may be able to limit the types of information provided per the customer settings and the transaction settings. | 08-11-2011 |
20110200183 | VARIABLE NOISE CONTROL THRESHOLD - An interface allows a simple control to be shared by one or more conference participants. One exemplary embodiment maps complex techniques associated with conference control into a simple control. The control may be a single slider to adjust both the amount of control and the level of aggressiveness to get the best quality in a dynamic and changing environment. Another exemplary type of control would be to use two sliders—one to select and/or aggregate conference control mechanisms, and the other to adjust the aggressiveness of the selected conference control mechanism or aggregated mechanisms. Another exemplary type of control could be a simple rotary dial to emulate the two-dimensionality of two or more sliders. These controls could have the techniques associated with each position dynamically chosen and/or updated, for example, throughout a conference. | 08-18-2011 |
20110276513 | METHOD OF AUTOMATIC CUSTOMER SATISFACTION MONITORING THROUGH SOCIAL MEDIA - Methods and systems provided herein provide an enterprise with the ability to conduct automated customer feedback surveys. In particular, customer interactions on social media channels are intelligently monitored, aggregated, filtered, and analyzed to determine a customer's response to a particular product or service. Since customers are more likely to be truthful regarding their reaction to a product or service on a neutral forum, such as a social media channel, more accurate customer feedback can be obtained in a less intrusive manner than has previously been available. | 11-10-2011 |
20110288897 | METHOD OF AGENT ASSISTED RESPONSE TO SOCIAL MEDIA INTERACTIONS - Methods and systems provided herein provide an enterprise with the ability to conduct quickly and consistently respond to social media work items and other work items. In particular, a collaboration tool is provided to agents which allows the agents to view historical responses of other agents that have been determined, by an automated agent, to be relevant to a newly received work item. The relevant historical responses can be used to service newly received work items as either a suggestion for responding or as a response template. Responses to work items are then archived with data which describes the nature of the response and the work item for which it was created. | 11-24-2011 |
20120011208 | CONDITIONING RESPONSES TO EMOTIONS OF TEXT COMMUNICATIONS - A text communication, such as an email or blog posting from a user, is monitored to identify an issue. A score(s) of the text communication is determined by analyzing words/phrases in the text communication. A score can be based on various factors such as annoyance, language precision, help-ability, a communication length, and the like. A range for the score(s) is determined. When a response to the text communication is generated, a score(s) of the response to the text communication is determined. If one or more of the score(s) of the response is outside the range for the score(s), the response is rejected. Words/phrases are identified in the response to the text communication that can be changed in order to get the score(s) of the response within the range of the score(s) of the text communication. This information is displayed to an agent so an appropriate response can be formulated. | 01-12-2012 |
20120020471 | ROUTING OF CONTACTS BASED ON PREDICTED ESCALATION TIME - Systems and methods that employ contact escalation periods as criterion for managing routing procedures of a contact center. A prediction component can predict when a customer is likely to escalate a contact that is forwarded to a contact center, and hence facilitate resource matching based on such prediction. Accordingly, proactive and anticipatory contact interaction is enabled, wherein routing of contacts occur in-part based on predicted likelihood of escalations. | 01-26-2012 |
20120071145 | PERVASIVE CONTACT CENTER - Methods and systems that support the receipt of location data and/or touch data from a mobile communication device are provided. More particularly, a mobile customer service server is provided that can receive location data from or regarding a mobile communication device, and associate that location data with recognition data. The recognition data can in turn be delivered to other server side components, and used to select content to be returned to the mobile communication device. The mobile customer service server can also receive touch data input to the mobile communication device, and can provide recognition data related to the touch input to other server side component. Server side components provided with location or touch data by the mobile customer service server do not themselves need to natively support location recognition or touch recognition capabilities. | 03-22-2012 |
20120257518 | REAL-TIME PROBABILITY BASED CONTACT HANDLING TIME - Systems and methods are provided to estimate the amount of service time left in a contact with a contact center. A system records metadata factors associated with contacts and the service time for the contacts. This information is incorporated into one or more service time probability distributions. A service time probability distribution is a function describing how much time a contact, having certain, defined characteristics, took historically. The distribution can subsequently be used to estimate service time for future contacts that have the same or similar characteristics. | 10-11-2012 |
20120303659 | SOCIAL MEDIA IDENTITY DISCOVERY AND MAPPING - A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the private user data are correlated based on events, and a notification of the correlation is sent to an agent or a contact center system. The agent may verify that the identity of a poster has been accurately correlated with a customer record in the database. The agent or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site. | 11-29-2012 |
20130254170 | SOCIAL MEDIA IDENTITY DISCOVERY AND MAPPING FOR BANKING AND GOVERNMENT - A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the user account data and/or user data from public records are correlated based on keywords and/or events, and a notification of the correlation is sent to an agency, agent, or a contact center system. The agent or agency may verify that the identity of a poster has been accurately correlated with a customer record in the database or with user data from public records. The agent, the agency, or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site. | 09-26-2013 |
20140270145 | ANSWER BASED AGENT ROUTING AND DISPLAY METHOD - A system can determine a best routing of a customer contact based on analysis of one or more automatically generated answers. A customer may provide an inquiry through a social media contact. The contact center can analyze the inquiry to generate one or more automated answers. The system then analyzes the automated answers. The analysis may include studying various attributes of the answer, either in relation to the inquiry or based in historical data. From the analysis, the system can modify the answers and/or provide a different or improved pool of agents to handle the contact. Thus, an improved set of answers and agents is provided for managing the contact. | 09-18-2014 |
20140321633 | PRIORITIZATION AND TIME ALLOCATION BY CUSTOMER SERVICE AGENTS - A prioritization and time allocation by customer service is provided, whereby the customer service agents are incentivized to accept those tasks which more closely align with the objectives of a call center. Individual agents will then be able to pursue their own methodology to achieve their own goals and, in the process, pursue an objective of the contact center. | 10-30-2014 |
20150073774 | Automatic Domain Sentiment Expansion - Methods and systems for automatically extending a sentiment dictionary are provided. Starting with an initial set of elements (e.g., words, emoticons, etc.) having a known sentiment, messages can be analyzed for words frequently appearing in association with such words. As a result the frequently appearing words may then be associated with a sentiment and used to help determine the sentiment of a message. | 03-12-2015 |
20150073775 | UNSPOKEN SENTIMENT - The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message. | 03-12-2015 |